It’s a common reflex when planning out your week to focus on where gaps in coverage are. It’s both logical and reasonable where those gaps you see are the most likely times in the week to give you a headache, and you want to make sure you are prepared the best you can be. You also want to make sure that you put a plan in place for overages that you see in advance. It’s a good habit to keep track of upcoming planned training, weekly coaching, meetings, or any other activities that require headcount off the phones. Depending on...
Join the WFH Alliance for two days of candid discussions, practical strategies, and peer learning focused on leading remote and hybrid contact center teams. This in-person experience is your opportunity to connect with forward-thinking leaders, gain actionable insights, and explore solutions to common challenges. Registration includes optional attendance to the St. Paul Saints game the evening of June 2nd at no additional cost! Agenda Highlights: Technology implementation stories Legal landscape and compliance review from Jackson Lewis Attorneys Sourcing, hiring, onboarding,...
Date: Tuesday, April 14, 2026 Time: 11:30 am-12:30 pm CT Stop Guessing: How Leaders Make Confident Capacity Decisions Under Uncertainty As complexity and volatility increase, leaders can no longer rely on baseline forecasts and educated guesswork to make capacity and financial decisions. Recent experience has revealed the limitations of traditional forecasting: accuracy alone does not prepare organizations for what lies outside the plan, and historical data must be treated as a starting point, not an answer. The session demonstrates how...
December 9 Setting Strategic Goals for Workforce Management — Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn: The 10 most common goals. Definitions and applications. Implications of different calculations. Tradeoffs when goals create conflicts. The essentials of creating a strategic plan. Click here to register: https://swpp.webex.com/weblink/register/r1ec61d8ea4c5ed1281f3ef62f2c1f754
